Returns and Cancellations

At Howard Miller Memorial, we want you to feel confident when choosing a memorial piece. We understand this is a personal purchase, and our team is always here to help with questions before and after your order.

If something does not feel right when your order arrives, please reach out to our Customer Service team. We will do everything we can to guide you to the best next step.

Our 60-Day Return Guarantee

Eligible items may be returned within 60 days of delivery for a full refund. We pay the return shipping, and there is no restocking fee. The only condition is that the urn is unused.

The 60 days count from the date of delivery, not the date of order.

Order Cancellations

We understand that sometimes a change needs to be made after an order is placed. If you need to cancel, please contact our Customer Service team as soon as possible, and we will do everything we can to help.

Orders are eligible for cancellation if the request is received before the item has entered processing, personalization, or shipment.

Because many memorial items move quickly into preparation or may be made especially for your order, cancellations may not be possible once work has begun. Personalized, engraved, custom-made, or made-to-order items cannot be canceled once production has started.

If an order has already shipped, any next steps will be handled under our Return Guarantee, if the item is eligible.

Items Eligible for Return

To be eligible for return, an item must:

be unused, meaning it has never held cremated remains and shows no ash, residue, or interior soiling,
be returned in its original packaging with all components, hardware, and protective materials,
be free from damage after delivery,
be approved by our Customer Service team in advance.

Items That Cannot Be Returned

Because of the personal nature of these products, we are unable to accept returns on:

any urn, keepsake, or memorial item that has held remains or been used for its intended purpose,
personalized or engraved items,
custom-made or made-to-order items,
Memorial Wall access and any other digital or service product,
items damaged after delivery due to misuse, mishandling, or improper storage,
clearance, final sale, or otherwise non-returnable items marked as such at the time of purchase.

An urn that has held remains cannot be returned, cleaned, resold, or refunded. We say this plainly because we would rather set the expectation now than disappoint a family later.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, that is not a return. Please contact us within 48 hours of delivery. We may ask for photos of the item and packaging so we can review the issue quickly.

Once confirmed, we will send a replacement, and you may keep or discard the damaged item. Where a replacement is not possible, we will offer a replacement part, store credit, or refund, whichever suits you best.

How to Start a Return

To request a return, please contact Customer Service with:

your order number,
the name on the order,
a brief description of the reason for return, with photos if applicable.

Once your return is approved, we will email you a prepaid return label the same business day, along with packing instructions.

Return Shipping

Return shipping is on us. We provide a prepaid label for every approved return, and there is no restocking fee.

Please package approved returns carefully, using the original packaging where possible. If a returned item arrives used or damaged, we will contact you before taking any action. You can have the item shipped back to you at our cost, or accept a partial refund. We will not reduce a refund without telling you first.

Refunds

Once an approved return is received and inspected, we will notify you of the outcome. If approved, your refund is issued to the original payment method within 5 business days. Original shipping, if any was paid, is refunded as well.

Once we issue the refund, your bank or card issuer usually takes another 3 to 10 days to post it to your account.

Exchanges

Exchanges follow the same 60-day window and the same conditions. We cover shipping in both directions once per order. If you are unsure whether a return, replacement, or new order is the best path, contact Customer Service and we will help you decide.

Returns & Cancellations Policy